We’repartneringwithafast-growingUKSaaSbusinessonapivotalProductSupportManagerhire.You’llleadday-to-daysupportoperations,raisethebaronservicequality,andturncustomerfeedbackintoproductimprovements,allwhilehelpingascalingplatformkeepusershappyandengaged.
RoleOverview:- Location:LeedsCityCentre/Hybrid(2+daysperweek)
- Package:£35,000–£40,000perannum&benefits
- Industry:CyberSecurity/SAAS
WhatYou’llBeDoing:- Owningthesupportfunctiondaytoday,workflows,staffing,prioritiesandstandards.
- Settingandtrackingperformancemetrics(thinkSLA,CSAT,first/averageresponsetimes)andactingonthedata.
- Handlingescalationswithempathyandpace;ensuringcustomersleaveeveryinteractionbetterthantheyarrived.
- PartneringwithProducttosurfaceissues,prioritisebugs,andfeedinsightbackintotheroadmap.
- Buildingandrefiningknowledgebasesforcustomersandinternalteams.
- Spottingtrends,recurringproblemsandautomationopportunitiestoscalesupportefficiently.
- Coordinatingcommsandresponseduringincidents/outages;keepingstakeholdersintheloop.
- WorkingcloselywithCustomerSuccessandSalestoprotectretentionandsatisfaction.
MainSkillsNeeded:- 3–5+yearsincustomer/technicalsupportintheSAASsector
- Experiencebeingthesolepointofsupportforcustomersorleadingateam.
- Strongdiagnosticsmindset:comfortabletroubleshooting,interpretingdataandimprovingprocesses.
- Provenexperiencebeingclient-facingandprovidingsupportacrossphone,emailandvideo.
- Hands-onwithmodernsupportstacks(e.g.Zendesk/Intercom),ticketingandproducttooling(Jira),andCRM(Salesforce).
- Calm,clearcommunicatorwhomanagesescalationswithprofessionalismandcare.
- Experienceinhigh-growth/scale-upenvironments;M365/ADorGoogleWorkspaceadmin;familiaritywithcloud,SQLandreportingwouldbedesirable.
- Experienceinaproductsupportwouldbebedesirable.
- Individualwithapassionforproblem-solving!
What’sinItforYou:- Competitivesalarywithregularreviews,pluspensionand25days’holiday.
- Exceptionalopportunitytostepintoanewlycreatedrolewithcareerdevelopmentavailable.
- Personaldevelopmentfundforcourses,certificationsandconferences.
- Flexiblehybridset-upfromacentralLeedslocation,withafriendly,people-firstculture.
- Regularsocialsandthechancetoshapehowagrowingsupportfunctionoperates.
CalltoAction:We’llkeepthissimple:ifitsoundsgood,getintouch.
Weareanequalopportunityemployerandvaluediversityatourcompany.Wedonotdiscriminateonthebasisofrace,religion,colour,nationalorigin,gender,sexualorientation,age,maritalstatus,veteranstatus,ordisabilitystatus.
ByapplyingyouareconfirmingyouarehappytobeaddedtotheAdditionSolutionsmailinglistregardingfuturesuitablepositions.Youcanoptoutofthisatanytimesimplybycontactingoneofourconsultants.
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